Panasonic ICX Manual

Built-In ACD Supervisor Guide

Section 521

ICX-45-521 (ACD 4.0)

ICX (International)  issued June 2000

17

Version 3.0 and higher

The Silent Monitor feature allows an ACD supervisor to monitor a call 
between an ACD agent and a caller without the knowledge of either party. 
(See CAUTION, above.)  If necessary, the ACD supervisor can initiate a 
three-way call by barging into the call.

To initiate Silent Monitor:

•  The Silent Monitor key is disabled when the extension assigned to 

that key is idle, dialing or ringing.

•  If the Supervisor retrieves a call while monitoring a extension, he or 

she can suspend the monitoring by pressing the ON/OFF key.

•  Press the CONF key during the monitoring to initiate a three-way 

call.

Press ON/OFF + 768 + Extension number you want to monitor 
OR...

The Silent Monitor feature is 
active, and the extension is being 
monitored.  (The Silent Monitor 
key flashes green when Silent Mon-
itor is active.)

Press the FF key assigned as a Silent Monitor Key + Extension 
number you want to monitor*
OR...

Press only the Silent Monitor Key if the FF key has been prepro-
grammed to monitor a specific extension number.  You do not 
need to enter the extension number.

CAUTION: When using the ACD “Silent Monitor” feature in some
states it is illegal (or civilly actionable) to monitor telephone communi-
cations without giving prior warning to all participants.  These laws do
not make the Silent Monitor feature on the telephone system illegal.  Be-
fore activating this feature, please check applicable state and federal
laws.